Lynn Farley has over 25 years of experience in customer service roles across various industries including communications, financial services, and retail. She currently works as a Customer Service Representative for Wells Fargo Dealer Services, where she handles 80-120 phone calls per day assisting customers with auto loans and account issues. Previously, Farley held several roles over 19 years at Verizon Wireless including Fraud Analyst, Identity Fraud Coordinator, and Cloning Fraud Investigator assisting with fraud detection, investigations, and providing excellent customer service. She has strong problem-solving, organizational, and multi-tasking skills and is proficient in Microsoft Office programs.

1. LYNN M. FARLEY
29763 Niguel Rd Apt F, Laguna Niguel, CA 92677
Cell phone: 714-293-3200, e-mail lynn_farley7@hotmail.com
Career Overview
An enthusiastic, results oriented customer service professional with over 25 years’ experience in the communications,
financial and retail industries. Reputation for the ability to learn quickly and handle multiple tasks in a fast-paced customer
service environment with accuracy and timeliness. An energetic self-starter who works well with others and enjoys a
challenge.
Core Strengths
Strong problem solving ability Customer service expert Call Center experience
High customer service standards Active listening skills Strong organizational skills
Skilled multi-tasker Reporting/Analyzing Risk management
Proficient with Microsoft Office/Excel/Word
Work Experience
WELLS FARGO DEALER SERVICES, IRVINE, CA
Customer Service Rep II June 2015-September 2016
• Taking 80-120 incoming calls per day on phone queue
• Provide excellent customer service to ensure customer satisfaction
• Assisting customers with varies questions regarding their auto loan
• Resolve billing and payment issues
• Assist customer with their on-line auto loan account
• Updating customer information
VERIZON WIRELESS, IRVINE, CA April 1994-June 2013
Fraud Analyst
• Responsible for Fraud reporting and trends.
• Responsible for analysis on processes and procedures to ensure efficiency and make recommendations to
Management and proved coaching to Fraud Coordinators when gaps were identified.
• Trained fraud team on new processes/procedures.
• Assisted Supervisors with quality audits on Fraud Coordinators. Assist Fraud Coordinators with ID Fraud issues
and general customer service questions.
• Acted as fraud detection subject process expert and provided oversight in managing fraud detection processes and
or systems.
• Assisted phone queue with overflow calls.
• Excellent working knowledge of Microsoft Excel/Word and Access.
Identity Fraud Coordinator/Customer Service
• Received between 25-60 calls per day on a phone queue to assist customers with Identity Fraud and customer
service related issues.
• Reviewing accounts for possible identity fraud.
• Investigating the accounts with the appropriate tools, and assisting with the reduction of fraud losses to the
Company.
• A team player that can work independently with minimal supervision.
• Strong time management skills and the ability to analyze and resolve problems.
• Demonstrated ability to make sound decisions outside of general guidelines.
• Excellent verbal and written communication skills.
Cloning Fraud Investigator-Corporate and Government Accounts
• Responsible for assisting Corporate and Government accounts regarding all aspects pertaining to cloning fraud and
its treatment.
• Documenting, coordinating and resolving any matters with an account regarding fraud.
• Provided client interface and customer service on any fraud related issues (i.e. fraud investigation, billing
resolution, reprogramming and service appointments).